TY  - JOUR
AB  - Contrasts idealised versions of quality assurance systems and quality improvement programs. Notes that only powerful customers such as defence procurement agencies can impose quality assurance systems; also points out that individual customers are weak customers whose only power is the ability to move from one supplier to another. Outlines the conditions under which a customer will be able to impose a quality assurance system on the supplier. These conditions include, for example, that there should be an excess of capable suppliers. Points out that quality improvement programs, on the other hand, are initiated and sustained by the supplier’s own top managers. Considers also the role of such factors as industry regulators.
VL  - 12
IS  - 6
SN  - 0954-478X
DO  - 10.1108/09544780010351661
UR  - https://doi.org/10.1108/09544780010351661
AU  - Groocock John
PY  - 2000
Y1  - 2000/01/01
TI  - The impact of powerful and weak customers on quality assurance systems and quality improvement programs
T2  - The TQM Magazine
PB  - MCB UP Ltd
SP  - 372
EP  - 388
Y2  - 2024/04/26
ER  -